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This woman thinks that Amazon "made a mistake", but that is just how they do business. They always post the refund and trust the customer to send back the item.
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When I called to inquire about my freezing issue regarding the case, they issued a refund, told me I could return it to them if I felt like it (I did), and gave me a $30 credit on top of it, "for your trouble." Sure, a cover isn't a Kindle, but that kind of service isn't unheard of.